Help Center

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Welcome to the Embro Haven Help Center. Whether you are choosing between a dad cap and a trucker, checking how many letters fit on a beanie cuff, waiting for a parcel in Melbourne or sending a hoodie back for a bigger size, this page points you to the right answer in as few clicks as possible. Each topic below has a short summary and links to the page that covers it in full.

The numbers to remember

  • Preparation: 1–3 business days per order.
  • Delivery: 7–14 business days in transit, free to the US, Canada, Australia and New Zealand.
  • Changes and cancellations: within 24 hours of ordering.
  • Returns: 60 days, with a free return label.
  • Refunds: sent within 7 days of receiving your return.
  • Support: replies within 24 hours on business days at support@embrohaven.shop.

Choosing a piece

Not sure where to start? Our range is built around three pieces: hats, hoodies and crewnecks. Hats carry a small design or initials on the front panel, cuff or crown; hoodies offer the left chest, centre chest and sleeve; crewnecks add a spot just below the collar. Each product page says exactly where its stitching sits.

Personalising your piece

Personalised products have text fields on the product page with a live preview. Each field shows its character limit and any add-on price; optional extras are charged only when you fill them in. We stitch exactly what you type — no proof is sent before production — so read your text twice before adding to cart. We do not stitch team names, brand names, logos or characters.

Sizes and fit

Adult tops and joggers come in unisex S–3XL; the kids’ hoodie in Youth XS–L; hats and totes are one size. Unisex sizing is straighter than fitted women’s sizing. The most reliable way to choose is to lay a top you already like flat, measure it and compare. Our Size Guide walks you through it, and exchanges for a different size are free within 60 days.

Orders

After you order, you receive a confirmation email with your order number. Check it straight away: the text, size, colour and address. Within 24 hours you can change anything or cancel for free. Your order is then embroidered and packed within 1–3 business days.

Shipping and delivery

We ship from the USA to the United States, Canada, Australia and New Zealand, free, with no minimum spend. Delivery usually takes 7–14 business days after preparation. Duties or local charges in Canada, Australia or New Zealand depend on the destination country and are not collected at our checkout.

Returns and exchanges

Every piece can be returned within 60 days, personalised pieces included. We send a free return label, even for change-of-mind returns. Exchanges cover a different size, colour or style, or another product.

Refunds

Refunds are sent within 7 days of receiving your return, back to the payment method you used. You can choose store credit instead, and store credit never expires. Cancelled orders are refunded in full.

Payments

Prices are in US dollars. The payment options available are shown at checkout. Our payment provider is being connected, so this section will list it once it is live. We do not collect sales tax at checkout, and we never ask for card details by email.

Account and privacy

You can order as a guest or with an account. We use your information only to make, ship and support your order. Photos you send us for a problem are deleted 30 days after delivery. You can ask to see, correct or delete your information by email.

Quick answers

Can I fix a spelling mistake in my text?

Yes, within 24 hours of ordering. Email us with your order number and the full corrected text.

How long until my order arrives?

1–3 business days to prepare, then usually 7–14 business days in transit, so typically 8–17 business days in total.

Is shipping really free?

Yes, to the United States, Canada, Australia and New Zealand, on every order, with no minimum and no code.

Who pays for return postage?

We do. Every approved return comes with a free return label, including change-of-mind returns.

How fast are refunds?

We send them within 7 days of receiving your return.

Common situations, solved

“I ordered the wrong size.”

If it has been less than 24 hours, ask us to change the size before stitching starts. If the piece has arrived, request an exchange within 60 days; we send a free return label and prepare the new size once your return reaches us. Before choosing the new size, measure the piece you received using the Size Guide.

“The gift is for someone abroad.”

If they live in Canada, Australia or New Zealand, enter their address at checkout; shipping is free. Count back from the date: 1–3 business days of preparation plus 7–14 business days in transit. Their local duties, if any, depend on their country’s rules.

“My parcel has not moved for a while.”

Check the status on Order Tracking and compare with the typical total of 8–17 business days. If your order is outside that range, email us with your order number and address, and we will look into it and explain the options.

“The text on my cap is not what I typed.”

That is our mistake. Email a photo of the cap and your order number; we will offer a corrected piece, an exchange or a refund.

“The text is what I typed, but I typed it wrong.”

Within 24 hours we can still fix it. After that, the piece can be returned within 60 days like any other, and you can order the corrected version.

“I want the same design as a hoodie instead of a crewneck.”

Some designs offer a Style option on the product page — Crewneck or Hoodie, with the hoodie costing $8 more. Within 24 hours of ordering we can switch the style and tell you the difference before charging it. After delivery, you can exchange within 60 days, where the design is available in both styles.

“I received a gift and it does not fit.”

Ask the person who sent it for the order number, or give us their name and email so we can find the order. We send you a free return label and ship the new size to you. Any refund goes back to the buyer, unless they agree to store credit in your name.

“There is a loose thread end on my piece.”

A short thread tail at the edge of a design can usually be trimmed carefully with small scissors without touching the stitches; never pull it. If a stitched area is loose or coming apart, that is a fault: email us a photo and we will offer a replacement, an exchange or a refund.

“Checkout does not show any shipping option.”

That means the delivery address is outside the countries we serve. We ship to the United States, Canada, Australia and New Zealand only. Check the country field; if it is correct and the problem continues, email us.

“Checkout does not show a way to pay.”

Our payment provider is being connected. If checkout shows no payment option, your order cannot be completed yet and nothing is charged. Email us and we will tell you when payments are open.

“I want to order several personalised pieces for a group.”

Add each piece to the cart with its own size, colour and text, so every person’s details stay attached to the right item. Before checkout, read each cart line slowly against your list of names. If you are working to an event date, email us first with the number of pieces and the date, and we will give you an honest view of the timing based on our 1–3 business days of preparation and 7–14 business days in transit.

“I would like store credit instead of a refund.”

Ask for it in your return email. Store credit is issued when your return reaches us, never expires and can be split across future orders. If you later change your mind and want the refund after all, write to us and we will see what we can do for credit you have not used.

Caring for your embroidery

Good care keeps stitches neat for years. For tops: turn inside out, wash cool on a gentle cycle, dry low or flat, and never iron directly over the embroidery. For caps and bucket hats: spot clean with a damp cloth and air dry on a rounded shape, such as a bowl or a rolled towel. For beanies: hand wash in cool water, press out the water gently in a towel and dry flat. For totes: spot clean or hand wash cool and dry flat. Each product page repeats the care that suits it. Washing a hoodie less often, and airing it between wears instead, is the simplest way of all to keep both the fabric and the stitching looking new for longer.

Before you write to us

Having these details ready means we can usually solve your question in one reply:

  • your order number, from the confirmation email or My account;
  • the product name, size and colour;
  • the full text as you want it stitched, if your question is about personalisation;
  • photos of the piece and the problem, if something arrived wrong;
  • the delivery address and order date, if your question is about delivery.

We never ask for card numbers or passwords, and you should never send them by email.

Still need help?

Email support@embrohaven.shop or open a ticket on Submit a Ticket. Include your order number if you have one, and a photo if something arrived wrong. We reply within 24 hours on business days. You can also visit Contact Us, read About Us or browse the Sitemap to see every page on the site.